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Merchant agrees that GATEWAY will be available 24/7/365 and be operational ninety-nine point seven percent (99.7%) of the time on an average Monthly basis, excluding scheduled downtimes for maintenance. Scheduled downtimes will commence when SHIFT4 has the lowest transaction-processing volume, and will be announced on the GATEWAY home page or alerted generally within three (3) business days before the scheduled downtime posted via social media. Downtimes will not be scheduled from 4:00 am PT to 12:00am PT on Friday, Saturday, or Sunday. SHIFT4 will make commercially reasonable efforts not to exceed thirty (30) minutes of scheduled downtime per Month, on average.\n13.2. \u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587 agrees that GATEWAY downtimes experienced in excess of one-half of one percent (0.5%) could be experienced due to one or all of the following Third-Party Outages, measured on an average Monthly basis: \u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2019s ISP(s); \u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2019s Credit Card Processor(s); \u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2019s MSP(s); the telecommunications provider selected by the Merchant\u2019s Credit Card Processor(s); or any other relevant entity of which SHIFT4 has no control (\u201cThird-Party Outage\u201d). \u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587 further agrees that downtimes attributable to any of the above are beyond SHIFT4\u2019s control and will not be included in calculating SHIFT4\u2019s Monthly uptime availability. Notwithstanding the foregoing, SHIFT4 agrees that GATEWAY downtimes that are not attributable to the causes expressly identified in this Section 13.2 shall be included in calculating SHIFT4\u2019s Monthly Uptime Availability.\n13.3. \u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587 agrees that the average time for a credit card authorization across all Credit Card Processors will be three (3) seconds or less from the time the transaction is received at SHIFT4\u2019s datacenter(s) until the transaction is transmitted back from SHIFT4 to Merchant (the \u201cAverage Authorization Time\u201d). Merchant acknowledges that the Merchant\u2019s POS/PMS system components, network, hardware implemented, or any security-related hardware or software may add time at the POS/PMS and is beyond SHIFT4\u2019s control. This includes any security software even if supplied by SHIFT4 (i.e., 4Go, i4GO, SHIFT4\u2019s Point to Point Encryption (P2PE) solution) as that software must reside and run on hardware and over networks over which SHIFT4 has no control.\n13.4. Merchant acknowledges that the Average Authorization Time can be affected by: Merchant\u2019s Credit Card Processor(s); Merchant\u2019s MSP(s); problems with the cardholder\u2019s bank; problems at the Credit Card Processing company(s) selected by or Merchant\u2019s MSP(s); problems with the telecommunications company selected by the Credit Card Processing Company; traffic on the Internet; problems at the Card Associations or any other relevant entity over which SHIFT4 has no control contractual or otherwise. \u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587 agrees that high transaction times attributable to any of the above are beyond SHIFT4\u2019s control and will not be included in calculating SHIFT4\u2019s average authorization time.\n13.5. Merchant acknowledges that in order to maintain SHIFT4\u2019s ninety-nine point seven percent (99.7%) average Monthly service level, GATEWAY is redundant as defined in Section 23.21 of this Gateway Services Agreement. However, due to today\u2019s highly technical telecommunications systems, SHIFT4 cannot predict how long a single Third-Party Outage might last. Notwithstanding the above, SHIFT4 will make commercially reasonable efforts to work with Third Parties to attempt to expedite resolution.\n13.6. Merchant agrees that GATEWAY will be considered operational and available at any given time if GATEWAY is being provided by SHIFT4 to, at least, seventy-five (75%) of Merchant\u2019s location(s) during the specific measurement period.\n13.7. Merchant agrees that the Licensed Software is subject to the availability and quality of the Merchant\u2019s environment, and SHIFT4 is not responsible for the Licensed Software\u2019s security, availability, or operational stability based on an environment not consistent with Sections 10 (INSTALLATIONSInstallations) and 11 (24/7 Operational Support for GATEWAY) or with the requirements outlined by the PCI DSS. Further, and based on the aforementioned, \u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587 agrees that the Licensed Software cannot be adequately tabulated or counted for the purposes of this Section except for where and how otherwise specifically stated in Section 23 (Miscellaneous).\n13.8. Merchant agrees that based on SHIFT4\u2019s robust product offerings including, but not limited to, multiple POS/PMS providers, carriers, processors, acquirers, devices, or feature sets, that Merchant will work with SHIFT4 using commercially reasonable efforts to resolve any outage of any kind using those offerings prior to seeking other protections that may or may not be afforded under this Gateway Services Agreement.\n13.9. In the event of a service level failure under this Section 13 or under Sections 11.6 or 11.7, SHIFT4 shall promptly perform an analysis to determine the root cause of the service-level failure and adopt and implement an appropriate plan to correct the relevant flaws so as to mitigate the likelihood of a recurrence. To view system status alerts, Merchant must refer to the notifications given in Section 11.4.", "hash": "54926f608f01260bbe323acc34190e92", "id": 5}, {"snippet_links": [{"key": "negotiate-in-good-faith", "type": "definition", "offset": [21, 44]}, {"key": "this-agreement", "type": "clause", "offset": [127, 141]}, {"key": "effective-date-of-the-agreement", "type": "definition", "offset": [160, 191]}], "samples": [{"hash": "cla6FMTQhNS", "uri": "/contracts/cla6FMTQhNS#service-level-standards", "label": "Transfer Agency Agreement", "score": 29.3408622742, "published": true}, {"hash": "2wt076tbJfU", "uri": "/contracts/2wt076tbJfU#service-level-standards", "label": "Transfer Agency and Service Agreement", "score": 29.3408622742, "published": true}, {"hash": "fgABuCHlqC9", "uri": "/contracts/fgABuCHlqC9#service-level-standards", "label": "Transfer Agency and Service Agreement (PIMCO Managed Accounts Trust)", "score": 28.3251190186, "published": true}], "size": 19, "snippet": "The parties agree to negotiate in good faith certain service level standards that, once agreed upon, will be incorporated into this Agreement subsequent to the effective date of the Agreement.", "hash": "3d8a222794a260942857f87445d299c1", "id": 2}, {"snippet_links": [{"key": "each-party", "type": "definition", "offset": [0, 10]}, {"key": "in-accordance-with", "type": "definition", "offset": [37, 55]}, {"key": "service-standards", "type": "definition", "offset": [56, 73]}, {"key": "standards-applied", "type": "clause", "offset": [107, 124]}, {"key": "date-of-this-agreement", "type": "definition", "offset": [135, 157]}, {"key": "with-respect-to", "type": "clause", "offset": [158, 173]}, {"key": "specific-matters", "type": "clause", "offset": [178, 194]}, {"key": "such-party", "type": "clause", "offset": [232, 242]}, {"key": "own-business", "type": "definition", "offset": [268, 280]}, {"key": "in-all-material-respects", "type": "definition", "offset": [298, 322]}, {"key": "all-laws", "type": "clause", "offset": [328, 336]}, {"key": "applicable-to", "type": "definition", "offset": [361, 374]}, {"key": "conduct-of-the-services", "type": "clause", "offset": [379, 402]}], "samples": [{"hash": "kCqgEmoS3in", "uri": "/contracts/kCqgEmoS3in#service-level-standards", "label": "Transitional Agreement (Jackson Hewitt Tax Service Inc)", "score": 21.0, "published": true}, {"hash": "8cdYwqwuNii", "uri": "/contracts/8cdYwqwuNii#service-level-standards", "label": "Transitional Agreement (Jackson Hewitt Tax Service Inc)", "score": 21.0, "published": true}], "size": 15, "snippet": "Each party shall: (i) conduct itself in accordance with service standards of no lower quality than (A) the standards applied as of the date of this Agreement with respect to the specific matters in question, and (B) those standards such party hereafter applies in its own business; and (ii) comply in all material respects with all laws, regulations and orders applicable to the conduct of the Services in question.", "hash": "cab955614e4707d7e3ea0a1f05447d7b", "id": 3}, {"snippet_links": [{"key": "the-non", "type": "clause", "offset": [11, 18]}, {"key": "an-event-of-force-majeure", "type": "clause", "offset": [33, 58]}, {"key": "the-performance", "type": "clause", "offset": [63, 78]}, {"key": "the-fund", "type": "clause", "offset": [82, 90]}, {"key": "in-this-agreement", "type": "definition", "offset": [115, 132]}, {"key": "the-company-agrees", "type": "clause", "offset": [134, 152]}, {"key": "the-services", "type": "definition", "offset": [158, 170]}, {"key": "in-accordance-with", "type": "definition", "offset": [188, 206]}, {"key": "appendix-d", "type": "clause", "offset": [248, 258]}], "samples": [{"hash": "lnZjW4BHVSB", "uri": "/contracts/lnZjW4BHVSB#service-level-standards", "label": "Fund Accounting Agreement (Deutsche Family of Funds Inc)", "score": 16.0, "published": true}, {"hash": "i1sCtgZlLeG", "uri": "/contracts/i1sCtgZlLeG#service-level-standards", "label": "Fund Accounting Agreement (Deutsche Family of Funds Inc)", "score": 16.0, "published": true}, {"hash": "huHC8GnlJVk", "uri": "/contracts/huHC8GnlJVk#service-level-standards", "label": "Fund Accounting Agreement (Deutsche Portfolios)", "score": 16.0, "published": true}], "size": 6, "snippet": "Subject to the non-occurrence of an event of force majeure and the performance of the Fund's obligations described in this Agreement, the Company agrees that the services will be provided in accordance with the service level standards specified in APPENDIX D hereto. IBT's fees will be adjusted based upon performance based reductions as described in APPENDIX D.", "hash": "63fb3c5918ff163e6d93f583f7454a13", "id": 8}, {"snippet_links": [{"key": "service-specifications", "type": "definition", "offset": [116, 138]}, {"key": "security-of-the-services", "type": "clause", "offset": [225, 249]}, {"key": "future-modifications", "type": "definition", "offset": [317, 337]}, {"key": "the-parties", "type": "definition", "offset": [339, 350]}, {"key": "mutually-agreed", "type": "definition", "offset": [406, 421]}, {"key": "the-funds", "type": "clause", "offset": [430, 439]}, {"key": "the-agent", "type": "clause", "offset": [444, 453]}, {"key": "with-respect-to", "type": "clause", "offset": [454, 469]}, {"key": "agreed-to", "type": "definition", "offset": [604, 613]}, {"key": "periodic-basis", "type": "definition", "offset": [647, 661]}, {"key": "consistent-with", "type": "definition", "offset": [662, 677]}, {"key": "performance-reports", "type": "definition", "offset": [712, 731]}], "samples": [{"hash": "lmdpeQsxy3v", "uri": "/contracts/lmdpeQsxy3v#service-level-standards", "label": "Agency Agreement (Lord Abbett Us Gov & Gov Sponsored Enterpr Money Market Fund)", "score": 21.0, "published": true}, {"hash": "jUHXlLXHSHH", "uri": "/contracts/jUHXlLXHSHH#service-level-standards", "label": "Agency Agreement (Lord Abbett Developing Growth Fund Inc /New/)", "score": 21.0, "published": true}, {"hash": "cqU7rtuYqVS", "uri": "/contracts/cqU7rtuYqVS#service-level-standards", "label": "Agency Agreement (Lord Abbett Municipal Income Fund Inc)", "score": 21.0, "published": true}], "size": 9, "snippet": "\u201cService Level Standards\u201d means those standards, collectively presented as the \u201cService Level Standards\u201d within the Service Specifications, setting forth measurable criteria by which the efficiency, reliability, accuracy and security of the Services can be evaluated. In approving the Service Specifications, and any future Modifications, the parties may assure that (a) Service Level Standards, which are mutually agreed upon by the Funds and the Agent with respect to particular Services, are specified and (b) for each such Service Level Standard, appropriate procedures may be described, as mutually agreed to, for measuring and testing, on a periodic basis consistent with, and no less frequently than, the Performance Reports, the performance of the Agent against the Service Level Standards.", "hash": "d814041f3afe656d9116d067b3e4aa85", "id": 4}, {"snippet_links": [{"key": "task-order", "type": "clause", "offset": [2, 12]}, {"key": "specific-service", "type": "definition", "offset": [25, 41]}, {"key": "not-limited", "type": "clause", "offset": [73, 84]}, {"key": "work-item", "type": "definition", "offset": [88, 97]}, {"key": "delivery-dates", "type": "clause", "offset": [98, 112]}, {"key": "service-credits", "type": "clause", "offset": [122, 137]}, {"key": "the-standards", "type": "clause", "offset": [154, 167]}, {"key": "not-met", "type": "definition", "offset": [172, 179]}, {"key": "the-right-to-withhold", "type": "clause", "offset": [204, 225]}, {"key": "applicable-payments", "type": "definition", "offset": [226, 245]}, {"key": "other-appropriate-remedies", "type": "definition", "offset": [259, 285]}, {"key": "as-specified", "type": "clause", "offset": [320, 332]}, {"key": "in-this-agreement", "type": "definition", "offset": [333, 350]}, {"key": "for-non", "type": "clause", "offset": [375, 382]}], "samples": [{"hash": "kxL3Q7Ux1gd", "uri": "/contracts/kxL3Q7Ux1gd#service-level-standards", "label": "Internal Audit Consulting Services Agreement", "score": 28.3087711334, "published": true}, {"hash": "8cBBUEPFAQe", "uri": "/contracts/8cBBUEPFAQe#service-level-standards", "label": "Internal Audit Consulting Services Agreement", "score": 28.0316772461, "published": true}, {"hash": "7maVMb1GGBc", "uri": "/contracts/7maVMb1GGBc#service-level-standards", "label": "Internal Audit Consulting Services Agreement", "score": 28.0297756195, "published": true}], "size": 7, "snippet": "A Task Order may include specific service level standards (including but not limited to work item delivery dates) and the service credits to be issued if the standards are not met. Citizens also reserves the right to withhold applicable payments or implement other appropriate remedies when Vendor has failed to perform as specified in this Agreement, and these consequences for non-performance shall not be considered a penalty.", "hash": "e8be3ebd229d7d12496ddb95659830f8", "id": 6}, {"snippet_links": [{"key": "the-bank-shall", "type": "clause", "offset": [4, 18]}, {"key": "to-the-company", "type": "definition", "offset": [26, 40]}, {"key": "mutually-agreed", "type": "definition", "offset": [55, 70]}, {"key": "performance-under", "type": "clause", "offset": [95, 112]}, {"key": "on-schedule", "type": "definition", "offset": [140, 151]}, {"key": "the-consequences", "type": "clause", "offset": [241, 257]}, {"key": "actions-required", "type": "clause", "offset": [397, 413]}, {"key": "any-action", "type": "definition", "offset": [514, 524]}, {"key": "reasonably-necessary", "type": "clause", "offset": [525, 545]}, {"key": "the-provisions-of", "type": "clause", "offset": [604, 621]}, {"key": "in-the-event-of-a", "type": "clause", "offset": [647, 664]}, {"key": "failure-to-meet", "type": "clause", "offset": [665, 680]}], "samples": [{"hash": "bbt3qEIojMu", "uri": "/contracts/bbt3qEIojMu#service-level-standards", "label": "Credit Card Program Agreement (Signet Jewelers LTD)", "score": 32.4387397766, "published": true}, {"hash": "1kehfji7NXJ", "uri": "/contracts/1kehfji7NXJ#service-level-standards", "label": "Private Label Credit Card Program Agreement (Signet Jewelers LTD)", "score": 32.4387397766, "published": true}, {"hash": "1b7dgsmHKfZ", "uri": "/contracts/1b7dgsmHKfZ#service-level-standards", "label": "Credit Card Program Agreement (Signet Jewelers LTD)", "score": 28.3949356079, "published": true}], "size": 7, "snippet": "(a) The Bank shall report to the Company monthly, in a mutually agreed upon format, the Bank\u2019s performance under each of the SLAs set forth on Schedule 7.3. Concurrent with such reporting, if the Bank fails to meet any SLA, without limiting the consequences for SLA failures set forth on Schedule 7.3, the Bank shall (i) report to the Company the reasons for the SLA failure(s), (ii) identify the actions required to address the SLA failure(s) and share such actions with the Company. The Bank shall promptly take any action reasonably necessary to correct and prevent recurrence of such failure(s).\n(b) The provisions of Schedule 7.3 shall apply in the event of a failure to meet any SLAs as set forth in Schedule 7.3.", "hash": "6f146f42fea97d19a819330dc2df8dff", "id": 7}, {"snippet_links": [{"key": "planet-payment-platform", "type": "clause", "offset": [32, 55]}, {"key": "a-day", "type": "definition", "offset": [65, 70]}, {"key": "a-week", "type": "definition", "offset": [82, 88]}], "samples": [{"hash": "li8LCfH80Y5", "uri": "/contracts/li8LCfH80Y5#service-level-standards", "label": "Service Agreement (Planet Payment Inc)", "score": 22.9466114044, "published": true}, {"hash": "at7g7iyBbrw", "uri": "/contracts/at7g7iyBbrw#service-level-standards", "label": "Service Agreement (Planet Payment Inc)", "score": 22.9466114044, "published": true}, {"hash": "2NHZlBrQZ59", "uri": "/contracts/2NHZlBrQZ59#service-level-standards", "label": "Service Agreement (Planet Payment 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[1211, 1221]}, {"key": "increase-or-decrease", "type": "clause", "offset": [1346, 1366]}, {"key": "as-specified", "type": "clause", "offset": [1557, 1569]}, {"key": "bank-of", "type": "clause", "offset": [1625, 1632]}, {"key": "commencement-of-the", "type": "clause", "offset": [1676, 1695]}, {"key": "notice-obligation", "type": "clause", "offset": [1765, 1782]}, {"key": "in-respect-of", "type": "clause", "offset": [1817, 1830]}, {"key": "the-option", "type": "clause", "offset": [1868, 1878]}, {"key": "for-purposes-of-the", "type": "clause", "offset": [2012, 2031]}, {"key": "on-schedule", "type": "definition", "offset": [2066, 2077]}, {"key": "notwithstanding-anything-to-the-contrary", "type": "clause", "offset": [2095, 2135]}, {"key": "agreement-or", "type": "definition", "offset": [2144, 2156]}, {"key": "in-the-event", "type": "clause", "offset": [2179, 2191]}, {"key": "any-service", "type": "clause", "offset": [2218, 2229]}, {"key": "third-party-service-provider", "type": "definition", "offset": [2301, 2329]}, {"key": "a-third-party", "type": "clause", "offset": [2333, 2346]}, {"key": "bank-subcontractor", "type": "definition", "offset": [2361, 2379]}, {"key": "telecommunications-carrier", "type": "definition", "offset": [2410, 2436]}, {"key": "lack-of-compliance", "type": "clause", "offset": [2444, 2462]}, {"key": "failure-to-meet", "type": "clause", "offset": [2485, 2500]}, {"key": "for-purposes-of-this-section", "type": "clause", "offset": [2526, 2554]}, {"key": "an-experienced", "type": "clause", "offset": [2611, 2625]}, {"key": "operations-manager", "type": "definition", "offset": [2647, 2665]}, {"key": "responsible-for", "type": "clause", "offset": [2679, 2694]}, {"key": "compliance-with-the", "type": "clause", "offset": [2713, 2732]}, {"key": "sole-point-of-contact", "type": "definition", "offset": [2784, 2805]}], "samples": [{"hash": "4cgd7wxtS4A", "uri": "/contracts/4cgd7wxtS4A#service-level-standards", "label": "Co Brand and Private Label Credit Card Consumer Program Agreement", "score": 31.3408622742, "published": true}, {"hash": "bh2sLBBylK8", "uri": "/contracts/bh2sLBBylK8#service-level-standards", "label": "Co Brand and Private Label Credit Card Consumer Program Agreement (Stein Mart Inc)", "score": 27.6420269012, "published": true}, {"hash": "bQKEmzjYqew", "uri": "/contracts/bQKEmzjYqew#service-level-standards", "label": "Co Brand and Private Label Credit Card Consumer Program Agreement (Stein Mart Inc)", "score": 27.4312114716, "published": true}], "size": 6, "snippet": "(a) Bank shall comply with the individual service level standards (\u201cService Level Standards\u201d) set forth in Schedule 7.16. For the avoidance of doubt, the Service Level Standards shall apply to both the Co-Brand Program and the PLCC Program.\n(b) During the Term, and subject to the provisions of Section 7.16(a) and Schedule 7.16 hereto, if Bank fails to meet any of the Service Level Standards for any calendar month, Bank shall take the actions described in Schedule 7.16.\n(c) If, at any time during the Term, Retailer desires to implement a promotional or other marketing event or program which is reasonably likely to result in a [***] increase in volume of calls to Bank from Cardholders and/or Retailer personnel during a given period of time (each, a \u201cPlanned Promotion\u201d), Retailer shall provide Bank with [***] prior notice of such Planned Promotion (each, a \u201cPlanned Promotion Notice\u201d) specifying the type and term of the Planned Promotion, together with the proposed starting date and time period during which such Planned Promotion will be in effect (as extended or shortened by Retailer following the date of the applicable Planned Promotion Notice, the \u201cPlanned Promotion Period\u201d). Following Bank\u2019s receipt of any Planned Promotion Notice, if Retailer desires to alter (i) the Planned Promotion in a way which is reasonably likely to increase or decrease by [***] the volume of calls to Bank from Cardholders and/or Retailer personnel during the Planned Promotion Period or (ii) the Planned Promotion Period for the applicable Planned Promotion as specified in the Planned Promotion Notice, Retailer shall notify Bank of such alteration not less than [***] to the commencement of the Planned Promotion Period. The failure of Retailer to comply with any notice obligation set forth in this Section 7.16(c) in respect of a Planned Promotion shall result, at the option of Bank, in all Cardholder and Retailer personnel calls during the applicable Planned Promotion Period being deemed \u201cExcluded Calls\u201d for purposes of the Service Level Standards set forth on Schedule 7.16 hereto.\n(d) Notwithstanding anything to the contrary in this Agreement or Schedule 7.16 hereto, in the event Bank does not comply with any Service Level Standard due to the failure or fault of Retailer or a Retailer\u2019s third party service provider or a third party that is not a Bank Subcontractor under this Agreement (e.g., a telecommunications carrier), such lack of compliance shall not be deemed a failure to meet a Service Level Standard for purposes of this Section 7.16 and Schedule 7.16 hereto.\n(e) Bank shall designate an experienced, senior level client operations manager who shall be responsible for overseeing Bank\u2019s compliance with the Service Level Standards and who shall serve as the sole point of contact between Retailer and Bank to answer any questions or address concerns regarding Bank\u2019s compliance with the Service Level Standards.", "hash": "fdd8446987ec62f4fc80294b245f2f6f", "id": 10}], "next_curs": "CmASWmoVc35sYXdpbnNpZGVyY29udHJhY3RzcjwLEhZDbGF1c2VTbmlwcGV0R3JvdXBfdjU2IiBzZXJ2aWNlLWxldmVsLXN0YW5kYXJkcyMwMDAwMDAwYQyiAQJlbhgAIAA=", "clause": {"children": [["description", "Description"], ["temporary-suspension-of-service-level-standards", "Temporary Suspension of Service Level Standards"], ["termination-for-repeated-failures", "Termination for Repeated Failures"], ["failure-to-meet-service-level-standards", "Failure to Meet Service Level Standards"], ["reports", "Reports"]], "title": "Service Level Standards", "parents": [["service-warranties-and-standards", "Service Warranties and Standards"], ["terms-of-appointment-and-duties", "Terms of Appointment and Duties"], ["warranties-and-standards", "Warranties and Standards"], ["standard-of-care-general-performance-standards", "STANDARD OF CARE; GENERAL PERFORMANCE STANDARDS"], ["service-levels", "Service Levels"]], "size": 318, "id": "service-level-standards", "related": [["service-levels", "Service Levels", "Service Levels"], ["service-level", "Service Level", "Service Level"], ["reference-standards", "REFERENCE STANDARDS", "REFERENCE STANDARDS"], ["technical-standards", "Technical Standards", "Technical Standards"], ["quality-standards", "Quality Standards", "Quality Standards"]], "related_snippets": [], "updated": "2025-07-23T06:14:20+00:00", "also_ask": ["What metrics and remedies are essential to include for enforceable service levels?", "How can service level standards be leveraged to incentivize superior performance?", "What are the most common pitfalls that render service level clauses unenforceable?", "How do these standards compare to industry benchmarks and competitor agreements?", "What evidence is most persuasive in court to prove a breach of service level obligations?"], "drafting_tip": null, "explanation": "The Service Level Standards clause defines the minimum performance and quality benchmarks that a service provider must meet when delivering services. Typically, this clause outlines specific metrics such as response times, uptime percentages, or resolution periods for issues, and may include remedies or penalties if these standards are not achieved. Its core practical function is to ensure accountability and consistent service quality, providing clear expectations and recourse if standards are not maintained."}, "json": true, "cursor": ""}}